ABSTRACT

As hospitality firms face labor shortages, employees are asked to perform a greater range of tasks than ever before. However, employees may view certain tasks as outside the acceptable boundaries of their role, and consider them illegitimate. Illegitimate tasks can have a range of negative outcomes, yet we still do not understand how such tasks affect hospitality employees. Drawing on the cognitive-affective processing system framework, we investigate the effects of illegitimate tasks on proactive customer service performance (PCSP) of hospitality employees. In addition, we examine the intervening roles of harmonious work passion and perceived insider status, and the buffering role of traditionality. The results of two studies, using mixed methods, show that illegitimate tasks negatively affected proactive customer service performance (PCSP), and that perceived insider status and harmonious work passion mediate this relationship. Moreover, traditionality moderated these effects. These findings offer several theoretical and practical implications.

摘要

由于酒店公司面临劳动力短缺，员工被要求执行比以往任何时候都更广泛的任务。然而，员工可能会认为某些任务超出了他们可接受的角色范围，并认为它们是非法的。非法任务可能会产生一系列负面结果，但我们仍然不了解此类任务如何影响酒店员工。利用认知-情感处理系统框架，我们调查了非法任务对酒店员工主动客户服务绩效 (PCSP) 的影响。此外，我们还考察了和谐的工作热情和感知的内部人地位的干预作用，以及传统性的缓冲作用。两项使用混合方法的研究结果表明，非法任务会对主动客户服务绩效 (PCSP) 产生负面影响，而内幕地位和和谐的工作热情调解了这种关系。此外，传统性缓和了这些影响。这些发现提供了一些理论和实践意义。